Associate Principal, CX Strategy

Job Summary

Driving digital and AI transformation initiatives, the full-time Associate Principal, CX Application Strategy will bridge business goals and AI capabilities, design AI-driven CX strategies, and build strategic business cases while working in a hybrid or remote capacity within the U.S.

Key responsibilities

• Act as a strategic bridge between business goals and AI capabilities, defining UX features and success metrics for modern deployments
• Design AI-driven CX strategies and advise on pilot programs to move clients beyond theoretical frameworks
• Partner with cross-functional teams to translate complex tech/AI architecture visions into actionable deployment plans

Required qualifications

• 5-10 years of experience in management consulting, digital/product strategy, or solutions engineering in a tech or AI-forward environment
• Proficiency in modern contact center ecosystems and experience with foundational CCaaS platforms
• Strong analytical skills with a proven ability to quantify the business value and ROI of tech/AI solutions
• Excellent verbal and written communication skills, capable of engaging both technical and executive audiences
• Deep intellectual curiosity and a passion for advancements in digital CX and AI